Southwest Gas' Response to COVID-19

A Message from John Hester, Southwest Gas President and CEO

Dear customers,

I cannot stress enough that your safety is of the utmost importance at Southwest Gas. In addition to ensuring a safe and reliable pipeline network that delivers natural gas to you, we are also taking measures to protect your well-being as we face the continued spread of the coronavirus, or COVID-19.

To that end, Southwest Gas continues to implement best practices and follow guidance provided by the Center for Disease Control, our local health organizations, as well as the American Gas Association. To give customers the peace of mind when we meet them face-to-face, we are also enhancing operational procedures for customer-facing employees like our service technicians, emergency response staff and payment office employees. These procedures include wearing gloves, not shaking hands and maintaining a reasonable distance from customers.

We understand that these are trying times for many of our customers and want to ensure that you focus on the well-being of your families without having to worry about any disruption of service from Southwest Gas. As such, we have stopped service disconnections indefinitely, until the coronavirus situation improves. For customers experiencing financial hardship, we are here to help with flexible payment options. Our website and mobile app will give you the ability to manage your account from the comfort of your home without needing to visit our payment offices in person.

We take our responsibility of providing a critical energy source for our communities very seriously. And at every step, we want to be sure that we continue to earn your trust. During this time of heightened health awareness when our customers are more likely to stay home, I want to assure you that you can continue to count on us to deliver clean, efficient, and affordable natural gas to you for cooking, heating your water and home, drying your clothes and more.

Thank you for letting Southwest Gas serve you.

Sincerely,

Natural gas remains a safe, reliable and abundant energy choice for all Southwest Gas customers. Our operations have not been impacted by the spread of the new coronavirus.

We will continue to provide safe and reliable natural gas service while taking additional protective measures to ensure your health and safety.

Community Matters

The Southwest Gas Foundation provided $400,000 to directly support non-profits across our service territories in Arizona, California and Nevada to help those most affected by the COVID-19 crisis.

Frequently Asked Questions

Should I expect any disruption in natural gas service in my area due to COVID-19?

No, we do not anticipate any disruption of service during the COVID-19 health pandemic and are committed to providing safe and reliable service to our customers. We are following Federal and state guidelines regarding health and safety and have continuity plans in place should any developments impact our operations.

Will Southwest Gas still respond to suspected natural gas leaks?

Absolutely, there is no change in our emergency response. Safety is our top priority. If you suspect a leak you should continue to call 911 and Southwest Gas immediately at
877-860-6020
(Option 9). Again, this will not change because of COVID-19.

Will Southwest Gas continue to offer start, stop or move services during the COVID-19 pandemic?

Yes, there is no change to the services we offer. You can still start, stop or move services. If the request requires a technician to enter your home, we have implemented enhanced service guidelines for our technicians for everyone’s protection.

If someone from Southwest Gas needs to enter my home, are they taking any extra precautions?

Yes, our employees are taking proactive measures when entering customers' homes and businesses. These measures are based on best practice recommendations from the Centers for Disease Control and Prevention (CDC) and will continue to be revised, as needed. This includes providing at least 6 feet of distance between parties, avoiding hand shaking, and wearing protective gloves. They will also ask that anyone in the home who is feeling sick remain in another area while they complete their work. As always, with safety in mind, there are steps offered to verify an employee or contractor.

What can I do to stay safe when Southwest Gas personnel need to enter my home?

One of the best ways is to maintain at least 6 feet distance between them, avoid hand shaking and having anyone who is feeling sick remain in another area other than the one our personnel needs to access.

Are the public offices and payment kiosks open?

Yes, our public offices and payment kiosks remain open. Per CDC recommendations, no more than ten people will be allowed in the office at the same time.

What is Southwest Gas doing to help customers who have been impacted financially by COVID-19?

Due to the current circumstances, we have temporarily stopped all disconnection of service due to non-payment. We encourage you to sign up for MyAccount where you can track your billing and request payment extensions and download our mobile app to manage your account anywhere you may be. Customer Assistance is also available to discuss payment options at
877-860-6020
Monday – Friday 7 a.m. - 6 p.m PST (excluding holidays). Hearing impaired, use 711.

Will the date my meter is read change due to COVID-19?

No, we expect meter read dates and billing cycles to remain the same during COVID-19.

Will COVID-19 impact the 811 Call Before You Dig service?

No, as previously mentioned, safety is our top priority. Calling 811 at least two working days before starting any digging project will still get underground utility-owned lines marked for free.

How can I stay updated about your response to COVID-19?

You can stay up to date on this website and by following us on Facebook, Instagram and Twitter.

Media Statements

Southwest Gas public offices and payment kiosks remain open for customer business.

As an essential business providing safe and reliable natural gas service, Southwest Gas remains open and ready to serve our two million customers in Arizona, California and Nevada. Here are steps that our customer-facing employees have implemented for the protection of our customers.

At Southwest Gas, the safety of our customers and communities is our number one priority. As a reminder, we will never call or show up at your door to demand payment. Here are some steps you can take to protect yourself from scammers.

During the COVID-19 crisis, our employees continue to be wholly dedicated to the safety of our customers and communities-at-large. Southwest Gas President and CEO, John Hester, shares the story of two Southern Nevada technicians and the steps they took to ensure exceptional service for a customer affected by coronavirus.

We're Here to Help!

Moratorium on Customer Disconnects

Please be assured that during these difficult times Southwest Gas will continue to deliver safe, reliable and affordable natural gas service to your homes and businesses. Effective immediately, all service disconnections have been indefinitely suspended, offering you peace of mind.

Self-Service Options

We want you to have confidence that you can access and manage your account without leaving the comfort of your home with the Southwest Gas mobile app and website.

You can also sign up for email and text alerts through
MyAccount
to be notified in the event of an outage.

Protective Measures Against COVID-19

Southwest Gas is committed to safely and reliably providing service to our customers. We are equally committed to the safety of our customers and employees as we face the spread of the new coronavirus, COVID-19.

Beginning immediately, we will be following guidance provided by the Centers for Disease Control and Prevention (CDC), our local health organizations as well as the American Gas Association. To ensure our customers have peace of mind we are implementing the following procedures for Southwest Gas employees:

Remain at least 6 feet of distance between themselves and customers. They will also forego handshakes during this time. Southwest Gas employees have all been asked to discuss this procedure with you before work starts.

If you are not feeling well, please let our Southwest Gas employees know. We respectfully ask that you remain in a separate area while our employees perform their duties.

At Southwest Gas, strengthening the communities we serve and giving back is a long-standing tradition that is ingrained in our culture and reflected in our core values. The Southwest Gas Foundation, the charitable arm of the company, has distributed $400,000 to directly support non-profits across our service territories in Arizona, California and Nevada to help those most affected by the COVID-19 crisis.

The donations will support funding for personal protective equipment for frontline medical personnel, technology for low-income students enabling them to transition to online learning and support the most vulnerable through food banks, homeless shelters, and other social services. This is a part of the $1.6 Million in ongoing Foundation dollars donated to trusted non-profits throughout our service territories each year.

Organizations receiving dedicated COVID-19 funding include:

Arizona Community Foundation ($100,000)

Arizona Together ($60,000)

Community Foundation for Southern Arizona ($30,000)

The Nevada Community Foundation ($175,000)

The River Fund, Inc.

Six food banks across Northern Nevada and Northern California

Arizona Community Foundation

“The leadership and generosity of Southwest Gas is to be commended during this time of crisis,” said Steve Seleznow. “The COVID-19 Community Response Fund has distributed nearly $2.0 million to 120 nonprofits across the state in the last two weeks and has received over 500 requests since this pandemic started. We value and appreciate Southwest Gas for their continued contributions to our community.”

– Steve Seleznow, President and CEO, Arizona Community Foundation

Community Foundation of Southern Arizona

“We thank Southwest Gas for this important gift and symbol of partnership between our business and non-profit communities as we address this crisis together.”

– Clint Mabie, CEO, Community Foundation of Southern Arizona

The Nevada Community Foundation

“The support of community partners like Southwest Gas allows the Nevada COVID-19 Task Force to advance its mission of ensuring adequate medical supplies to sustain our first responders and medical professionals in this unprecedented battle,” said Jim Murren. “In the face of great adversity, Nevada’s corporate partners always answer the call. We are grateful to Southwest Gas for their generosity.”

– Jim Murren, Chairman, The Nevada Community Foundation

The River Fund

“We are sincerely honored and very appreciative of this very generous contribution to our COVID-19 Crisis Fund. This gesture on the part of Southwest Gas Corporation comes at a critical time as the COVID-19 pandemic sweeps throughout our country having a tremendous impact upon each and every individual and resident in the Laughlin and Bullhead City area."

– Mike Connor, President/CEO, The River Fund, Inc., Bullhead City, AZ

United Way

“We are grateful for this generous gift to our Inland SoCal COVID Fund that will assist residents in the High Desert Region. Collectively, we have received more than 1,300 requests from people across the two-county region. This gift will help many of our neighbors in their time of need and we are grateful for this partnership with our friends at Southwest Gas Corporation.”

– Kimberly Starrs, Chief Development Officer, United Way of the Inland Valleys & Inland Empire United Way

Food Bank of Northern Nevada

“We are extremely grateful for the support of Southwest Gas during this time. Your generous donation will help to meet the need of the significant increase of clients we are seeing week over week across the region.”

– Nicole Lamboley, Executive Director, Food Bank of Northern Nevada

Elko Friends in Service Helping

“It’s a really difficult time and we are doing our best to meet the need by providing a drive through food distribution service and home delivery to our seniors. We are also serving to go meals through our soup kitchen. The donation from Southwest Gas is encouraging to us because the dollars we will receive allow us to bolster our purchasing power since we are unable to accept private donations at this time.”

– Sherry Smith, Executive Director, Elko Friends in Service Helping

Lovelock Community Food Bank

“We are a small community and a small organization filling a critical need. Our community has few large employers who can step up during this time. Having the support of Southwest Gas is very much appreciated as we continue to help the food insecure in Pershing County.”

– Penny Higby, Co-Director, Lovelock Community Food Bank

Winnemucca Ministerial Association

“We serve four meals per week to members of the community. Presently we are serving hot meals or sack lunches. On Mondays, Wednesdays and Fridays we are giving out food, toiletries and cleaning supplies through the food bank. The need in the community has greatly increased, we are trying to keep up with it and we appreciate the support of Southwest Gas.”

– Stan Rorex, Director, Winnemucca Ministerial Association

Sierra Community House

“The support we receive for COVID-19 related community needs is critical. From helping to provide medicine to diapers to rental assistance – unrestricted contributions during this time of emergency allows us to be fluid as the needs of the community evolve. We are very grateful to Southwest Gas for their support.”

– Paul Bancroft, Executive Director, Sierra Community House

South Lake Tahoe Bread & Broth

"Thank you to the Southwest Gas Foundation for their generous donation of $3,000 to South Lake Tahoe Bread & Broth's COVID-19 Emergency Fund. These funds will be used to purchase fruits, vegetables and dairy products to be added to the basic staples that are included in the bags that B&B is distributing twice a week to those in need in our community."

– Carol Gerard, Director, Bread & Broth

Assistance Programs

We’re here for you. Whether you need a little extra help with your bill or have questions about our assistance programs, we have several resources to help serve you.

Energy-Saving Tips

When you're spending more time at home, your energy use may increase. On average, natural gas can save your household $879/year when compared to other homes that use electricity to heat, cook, and dry clothing.